Key Performance Indicators

Bus Complaints per 100K Boardings

Definition: Measures customer complaints about bus service (for example, related to on-time performance; operator courtesy, etc.) per 100,000 bus passenger boardings.

Performance (February 2018):

In February, missed the Target by 1.13 - mostly due to the increase in complaints related to no-shows, buses departing early and discourteous operators.

Corrective Action:

Improve operator training.